atcomsystems.ca/forum Forums Other TDM Phone Systems Executone-Isoetec Telephones & Systems IDS 108 w/ acd

Customer called with a problem on acd group phones not ringing. He tried to get into the agent screen and it seems to have a problem with the database. The screen starts to load as normal but on the second line it throws up erroneous data and locks you out of the screen. The acd seems to be working alright except for the ring, they have to watch the lights to answer. I figure that defaulting acd and reprograming it might clear this up but I wanted to know if anyone has ever seen this and had any suggestions.

TIA

Kerry

Well before I would default the ACD or anything else,I would definitely reset the system.Phone systems run 24 /7.Imagine if Windows had to do that without a reboot.

Reboot system, and check to make sure ACD reports are not full. You should setup the scheduler to delet. the reports for you. If report database is full it can cause some weird thinks to happen in the system.

Good Luck!!

I should have told you that I had already tried rebooting, sorry bout that. I will try to check thew reports tomorrow, had not thought of that and it has been running a long time without reports being run or deleted. Thanks for the info.

Kerry

Deleting the reports did not help anything. I defaulted ACD and it cleared up the agent screen to where you can now add new agents. However it will still not ring the agent's phone when the call transfers there is a slight clicking sound when the call first hits the phone. Internal intercom calls do ring the phone so it doesn't seem to be a problem in the phones. Maybe related is another problem I discovered today. That is the DVA doesn't return audio when you call it from a system phone and try to replay the message(e.g. 201 for message 1) but you do hear the message when you call the ACD group on a CO line. Any thoughts on whether its software or hardware?

Kerry

Is the ACD phones and the DVA on the same station card?

No, they are not on the same card.

Check to make sure you have the software feature dowlnload for ACD. Also set a 2 second delay in the ACD group for routing the calls. This is the first box for that ACD groups routing.

The switch does have ACD (dacd05 I think) and has been running fine since first programmed in June. The problem just "showed up" this last Tuesday. The lines are actually answered by another ACD group to give a message before going to the agents and there is a delay at the first of their group. . Tried bypassing that group today but still didn't ring the agents.

Thanks again,

Kerry


[This message has been edited by Bigkayeh (edited September 02, 2004).]

If you want to eliminate software as the problem then back up the system and acd programming and default the whole switch.Try a little basic reprogram and see if it works.If it persists then you have hardware to look at.That sounds weird about the dva.What about the system status screen does it show that the agents phone is ringing?